Business ProfileforElite Mouldings

** *** ***** **** **** ******* ** **** ***** ***** *************** *********** ** ******* ***** ***** ********* After informing us incorrectly about the boards we could order that fit the needs of our space, they wanted to charge a 20% restocking fee to take back our order. After asking to meet in the middle with the restocking fee (and, still no accountability/ownership that they provided us the incorrect boards) they let us know that the owner refuses to have these boards back and he will no longer help us resolve this issue. Key takeaways 1. Sales rep provided incorrect information for placing an order 2. Elite Trimworks accepts zero responsibility and accountability for their team members mistakes 3. Terrible customer service 4. Continues to place blame back on the customer

Thank you for taking the time to review our company, we apologize we were not able to rectify this matter in a solution that you agreed with.  Although some important key factors are missing from your review.  The order was placed, by you, via our website where when purchasing the made to order item, that never indicated or gave assumption was reversible, it stipulated that this was non returnable/non refundable.

Furthermore, no where else was it noted in the correspondence our sales team made an error when quoting you nor stipulated this product was reversible.  

Our terms and conditions are also listed clearly in our site.  We give all clients the transparency required to have a smooth transaction with us and a superior level of customer service and availability as well.  Prior to check out we ask clients agree to these to ensure you are aware of them prior to placing your order.  Also on the product page we stipulate what's considered made to order or quick ship.  We again send the link to our Terms and conditions upon order confirmation on your invoice copy.

To reiterate some points already explained by our sales associate "All the PVC planks that were listed on the sticky note by our sales team can be used in their intended way and for what you are doing; It is simply the style that is not what you thought you were purchasing and we have provided you with options to rectify this as a customer service gesture, even though this is not mandatory and it is clear on the website where you placed the order from. 

The entire product issue began with you advising that there were some scratches on the side of the planks that were going to be exposed as that is the side of the plank that wanted to use/be shown. However, now to rectify your issue further by providing replacements for those planks so you can still install the planks as you wish, you are advising that this also will not suffice.

The planks that you thought you were purchasing were the reversible planks, beaded on one side and smooth, v-groove on the other. You ordered Beaded, NON-reversible planks and advised us that you wanted to use the other side, but now you are telling us that is not the side you intend to use either. "

We again apologize you chose a product you no longer like; however, there was every opportunity and customer service platform to confirm and all details specifically prior to authorizing these to be made for your order you placed.

As a small company we simply would be out of business if we allowed our clients to take zero responsibility for their projects and purchases and return anything, anytime, regardless of material, time, labor and work that went into creating it for them.  We pride ourselves on our extensive transparency online and customer service we provide as well as the craftsmanship of our carpenters.  We ensure that time nor product is wasted by doing this allowing us to be accountable where dictates.

By all means if we had made an error we absolutely would make it right for you, our client, but we had not in this situation.  We did offer 50% off your next order of the product you did want, but simply cannot take something back made directly for you, where our time and money has been put into fulfilling your order as you ordered it, only to be at a loss, out everything on our end, when we fulfilled your order accurately.

Ultimately we have tried our absolute best to work with you and again we apologize you do not feel the same but wish you all the best in your project goals and do hope you can use the material ordered and supplied as such in another sustainable way.

All the best.